NY-IPSOFT

IPsoft, the digital labor company, has leapfrogged the current AI market
by introducing the most comprehensive and human artificial intelligence
platform available today, Amelia. This evolution of Amelia connects AI
into the very heart of the enterprise and drives value all the way from
front office to back office. Leveraging a unique combination of
humanlike intelligence and machine powered analytics, Amelia will allow
enterprises to scale customer interactions and transform end to end
processes in order to become digital frontrunners.

Multiple breakthroughs in Amelia’s cognitive capabilities have
drastically advanced her ability to converse with her human counterparts
in more than 40 languages in a completely natural, context aware
dialogue. In parallel, new analytical capabilities allow her to enrich
every user interaction with decisions based on real time data insights.
Together these strengths make Amelia the only AI ready to excel in roles
spanning the entire value chain for tomorrow’s digital winners. These
roles range from servicing customer requests for new insurance policies
and assessing risk profiles for new loan applicants to advising
employees on HR policies and ensuring supplier billing matches
contractual agreements.

More than 50 global organizations are already employing Amelia to
improve customer experience and drive enhanced productivity. For example:

Amelia is working on the IT service desk for one global telecoms
provider to provide best in class support for employees. She has held
more than 80,000 conversations to date, and resolved 69% of these
queries end to end.

In the U.S., Amelia assists customers of a leading insurer access
faster responses. She handles queries from more than 3,000 users per
week and achieves 93% accuracy.

In Sweden, Amelia is helping a leading Nordic bank provide 24 x 7
access to its 4 million retail banking customers and resolving more
than 85% of the queries addressed to her.

“Across industries and geographies we are working with pioneering
executives who are leading their organizations’ digital transformation
by introducing advanced AI. They are motivated by a desire to achieve
superior outcomes: increasing loyalty amongst customers, shrinking the
time from product to distribution, eliminating inefficiencies within
internal processes and creating opportunities for new revenue streams.
Amelia represents an integral part of the new hybrid digital / human
team they are putting in place to achieve these goals and seize
competitive advantage,” said Chetan Dube, CEO, IPsoft.

Amelia addresses the global demand from enterprises to implement AI
before they are left behind in the race to turn digital. Recently, IDC
projected worldwide revenues for AI and cognitive solutions will rise
sharply from $8 billion in 2016 to more than $47 billion in 2020.

A new AI model for enterprises

The broadening of Amelia’s capabilities marks a shift in how rapidly AI
will impact enterprise operations. For the first time, businesses will
have access to a single platform that integrates all the AI capabilities
required to drive digital transformation. “Amelia not only turns
transactions into conversations to enrich customer experience but also
adds tremendous business value by leveraging the power and scale of
machine learning, speed and analytics,” said Edwin van Bommel, Chief
Cognitive Officer, IPsoft.

Amelia’s five unique skillsets are:

Conversational intelligence
– Amelia can interact with the most
complex dialogues across any channel from voice to mobile and online
chat. Even when customers switch between different requests in a
conversation Amelia stays on track. Like a human, she thinks ahead to
understand where conversations are heading and uses spread-activation
to deliver quicker and more intelligent responses. As Amelia detects
customers’ moods, she is also able to adapt the content of her
responses and expressions to create a truly personal experience for
each customer.

Advanced analytics –
Through her new abilities to analyze data,
Amelia generates business intelligence drawn from every interaction
combined with data held in enterprise core systems. She uses advanced
analytics like machine learning to assess large amounts of data and
act on new insights allowing her to make real-time decisions that
provide better outcomes.

Smart workflow
– Amelia is not limited to interacting with
co-workers and customers but also integrates with enterprise systems
like SAP and Oracle, allowing her to orchestrate the actions necessary
to deliver complete outcomes and streamline execution of back-end
processes.

Experience management
– Amelia is aware of the full context of
every conversation so she can adapt her social tone and actions
accordingly. She selects the most appropriate of her multiple
knowledge engines at every step of the conversation to keep dialogue
fluid and helps customers reach their goals faster. Instead of
treating existing customers as strangers, Amelia uses facial
recognition to begin new conversations with the full knowledge of all
a customer’s previous contact history. Most importantly, when Amelia
needs to escalate a call, she passes on all relevant information to
her human colleagues so they can continue the conversation smoothly
without forcing customers to repeat themselves.

Supervised automated learning
– Amelia has an expanded
inventory of learning and self-learning tools to help her extract
knowledge from large documents and historical records, making her
easier than ever to train. She constantly improves performance and
updates her knowledge base through advanced machine and deep learning
to provide enterprises with faster time to value.

To learn more about how Amelia can transform business operations and
customer interactions, visit ipsoft.com/amelia
.

About IPsoft

IPsoft automates IT and business processes for enterprises across a wide
range of industries through the use of digital labor. Through its
portfolio of world leading autonomic and cognitive solutions it provides
services that allow its clients to secure competitive advantage.
Headquartered in New York City, IPsoft has offices in 18 countries
across the world and serves more than 500 of the world’s leading brands
directly as well as more than half of the world’s largest IT services
providers. To learn more about IPsoft’s solutions please visit www.ipsoft.com
.